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朱剛岑先生
亞太顧客服務協會主席
Topic:
Leadership in Change and Crisis Management with CRE Best
Practices & CSQS Strategy
朱先生为亚太顾客服务协会创办人及主席,朱主席致力于推广优质顾客关系服务于亚太区。引入美国和澳洲的国际客服标准,以新的概念进行了一系列的顾客服务研究,包括亚太区客服中心及顾客关系管理基准调查,顾客满意度及期望的研究,以及网上调查研究消费者对成功网上银行、证卷交易、网上购物服务的满意度。
朱先生是客服管理产业的先驱,多年来与美国、澳洲、中国及其他国际顾客服务相关组织,推动建立全面国际认证课程,以推动客服中心及顾客服务业内从业人士的专业资格及发展,包括顾客关系管理总监证书课程,客服中心资深经理证书课程,客服中心专业人员证书课程等。
毕业于美国加州柏克莱大学(University
of California, Berkeley)工业工程及营运研究系学士及硕士,朱先生现担任美国加州大学校友会主席、香港科技大学客席讲师,经常获邀担任国际会议演讲嘉宾关于顾客关系管理及客服中心策略管理培训。
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杨光先生
信和置业有限公司执行董事
Topic: Facing the
Challenges: Service Quality + Customers' Expectations
杨光先生为信和置业有限公司执行董事。杨先生持有法律及建筑学位并为注册建筑师,非执业大律师及英国特许仲裁学会资深会员。杨先生现时主管信和集团之物业管理部门「信和管业优势」,旗下的员工人数达六千五百,并由四个主要业务组成,包括信和物业管理有限公司、信和护卫有限公司、信和停车场管理有限公司及恒毅清洁服务有限公司,提供全面的物业管理服务。杨先生获RFP杂志颁发2007年环保贡献项目之出色个人成就奖。
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陳碧華女士
八達通控股有限公司行政總裁
Topic:
Octopus Rewards- Bringing Convenience and Benefits to
Merchants and Consumers
Prudence Chan was appointed by
the Board of Octopus Holdings Limited as its Chief
Executive Officer in November 2006.
Ms. Chan joined the Octopus group from Visa
International where she had served as Country Manager,
Hong Kong and Macau. She was responsible for overseeing
Visa’s strategic development in Hong Kong and Macau,
with the aim of further enhancing Visa’s continuing
growth and leadership position in these markets.
Ms. Chan has more than 13 years of experience in the
telecommunications industry, having held senior
positions in sales and marketing as well as business
development. At HKC International, she was the Director
of Business Development with responsibility for
developing and driving the company’s strategy towards
becoming a mobile virtual network operator. Prior to
that, Ms. Chan was Chief Operating Officer at Smartone
Telecommunications Holdings Limited where she oversaw
and supervised all aspects of customer interface. For
over 10 years, Ms. Chan had held management positions at
Hong Kong Telecom (now PCCW). Her last position was
Director of Sales and Marketing Operation for mobile
services.
Launched in 1997, Hong Kong’s Octopus is one of the
world’s leading and most extensive smartcard payment
systems, with over 50,000 readers being used by more
than 2,000 service providers across different businesses
including transport, parking, retail, vending and
kiosks, schools, leisure facilities and access control
for residential and commercial buildings. Merchants and
Octopus holders embrace Octopus for both its simplicity
and its convenience. Today, over 19 million Octopus
cards and products are in circulation, and the system
handles over 10 million transactions a day, with
transaction value exceeding HK$85 million.
Internationally, Octopus has been exporting its unique
experience and technology as well as offering
consultancy services to clients from different parts of
the world. In 2003, Octopus was awarded a contract by
the Netherlands to implement a nationwide automatic fare
collection system. In 2007, Octopus was awarded a tender
to develop and implement a contactless smartcard payment
system for the Road and Transport Authority in Dubai.
Modelled on Hong Kong’s Octopus, the new system will be
a common payment platform for multiple public transport
services.
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苗乐文先生
海洋公园行政总裁
Topic: Impacting the Total Guest Experience
Tom
Mehrmann is the Chief Executive Officer of Ocean Park
Corporation, Hong Kong’s sea-life and animal theme park
hosting over 4 million visitors annually.
Mr Mehrmann
started his career in the theme park industry at Knott’s
Berry Farm in the United States as a park service
attendant in 1977. From there, he spent the next 21
years working through the ranks eventually becoming Vice
President of Park Operations and Entertainment.
In 1998, he
joined Six Flags Marine World as Vice President and
General Manager, and later accepted an appointment as VP
and GM of Warner Brothers Movie World in Madrid when the
park was taken over by Six Flags in 2000. He had the
responsibility for the design, development and
construction of the US$380 million Madrid Movie World,
which opened in April 2002 with revenues of US$71
million a year.
Since
joining Ocean Park in 2004, he has directed the
activities of the park to achieve 4 successive years of
the highest attendance, revenue and surpluses in the
company history, while leading the effort of defining
the Concept Master Plan for the future of Ocean Park.
The Concept Master Plan received government approval to
proceed in December 2005 and syndicated loan financing
of HK$5.5 billion was secured in 2006. Ground breaking
began in 2006 and the project is estimated to be
complete in 2012. Highlighting the growth and evolution
of Ocean Park under Mr. Mehrmann’s direction, Forbes.com
in 2006 named the park as one of the 10 most popular
theme parks in the world based on annual attendance of
over 5.0 million guests.
Mr.
Mehrmann is serving under the following organizations:
-
Advisory Committee Member of the School of Hotel & Tourism Management, Hong Kong
Polytechnic University
-
Advisory Committee Member of the
Hotel & Tourism Management, The Chinese University of Hong Kong -
Committee Member of the Hong Kong General Chamber of Commerce, Hong Kong
Coalition of Service Industries, Travel/Tourism Committee -
Member of the Hong Kong Employer Federation of Hong Kong -
Member of the American Chamber of Commerce -
Member of the Tourism Orientation Programme Advisory Committee, Hong Kong
Tourism Board -
Sector/Subject Specialist for the Hong Kong Council for Academic Accreditation
A graduate
of California State University, Fullerton, Tom Mehrmann
holds a Bachelor of Science Degree in Psychology. He
also completed the Advanced Courses (IAAPA*) in Theme
Park Management at Cornell University, Ithaca, New York.
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歐嘉碧小姐
商界環保協會企業可持續發展總監
Topic:
International Corporate Social Responsibility to Achieve
Global Environmental Excellence
Ms Oetterli heads BEC's corporate sustainability
team and programs. She is an experienced corporate
sustainability consultant with over 9 years experience
in helping companies to achieve sustainable corporate
solutions in the areas of strategic management,
sustainability management systems, stakeholder dialogue,
carbon footprinting and corporate sustainability
performance measurement, reporting, training and
communication. Recent clients include Hong Kong
Exchanges and Clearing, HSBC, Swire & Sons, Swire
Properties, Hong Kong Land, Gammon Construction, Jebsen
& Co, Hong Yip and Pacific Andes.
Ms. Oetterli received
her Master of Science degree with Distinction in
Integrated Environmental Studies and Bachelor of Science
degree (Hons) in Marine Sciences from the University of
Southampton, UK. She also holds an Executive Master
Business Engineer from the Berne University of Applied
Science in Switzerland.
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陈伟基先生
香港和记环球电讯运作及服务管理总经理及KMDC主席
Topic:
Advances in Knowledge Management Development
Mr. Eric Chan obtained his Engineering
degree from University of London, UK and his MBA degree
with distinction from Manchester Business School, UK.
His dissertation was on “Strategic Marketing in the
deregulating telecommunication industry”. Chan also
completed a Senior International Executive program from INSEAD French Business School. Chan is a chartered
marketer and a chartered engineer.
Mr. Eric Chan is currently General Manager, Business
Development and Planning of Hutchison Telecom, one of
the leading Fixed & Mobile Operator and a wholly own
subsidiary of Hutchison Whampoa Group. He oversees
Business Strategic Planning, Partnership & Alliance
development and leads a team to develop new
telecommunication products and new business streams such
as ICT solutions and other Value Added Services for the
company. Chan is a veteran in the telecommunications
industry with over twenty years of experience in
Engineering, Marketing, Product Management, Business
Development and Consultancy. Chan was instrumental in
many network service developments in Hong Kong and has
masterminded a wide range of strategic projects
including trading network and industry-wide platform.
Before joining Hutchison Telecom, Mr. Chan held various
management positions in the IT & telecom industry,
including Vice President of Data and Broadband Services,
VP of Pre-sales Consultancy and Bid Management at PCCW.
Mr. Chan is a frequent speaker at international
conferences such as Asian IT Expo, ASEAN K-Economy
Conference in Brunei, KM Asia Showcase 2002, KM
Symposium 2004, Microsoft TechEd and Broadband World
Forum in Beijing, etc.. Mr. Chan is a founding member
and current Vice Chairman of KMDC, a non-profit learned
society to promote knowledge management practice in HK.
Chan helped pioneer KM projects for a number of
companies as early as 1998, including winning the Asian
MAKE award for a fixed line operator. He is a full
member of The Institution of Engineering and Technology
(IET, former IEE), Hong Kong Institution of Engineers (HKIE)
and The Chartered Institute of Marketing. For public
services, Mr. Chan serves in the Family First
Foundation, a charity organization promoting family
values and parenting education, as executive steering
committee member. Chan also serves in a number of
Advisory Committees in Public Council and Universities.
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黄国全教授
香港大学工业及制造业工程系
Topic:
Innovation on Product Service System
Dr George Q. Huang
is a Professor in Department of Industrial and
Manufacturing Systems Engineering, The University of
Hong Kong. He gained his BEng and PhD in Mechanical
Engineering from Southeast University (China) and
Cardiff University (UK) respectively. He has conducted
research projects in areas of Collaborative Product
Service System Development, Real-Time Manufacturing and
Logistics Management with substantial government and
private grants. He has published over 250 refereed
articles in journals and conferences in addition to two
monographs and two edited reference books. He serves as
associate editors and editorial members for several
international journals. He is a Chartered Engineer (CEng),
a member of HKLA (HK), IEE(UK), HKIE(HK), ASME(USA), and
IIE(USA). |
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林超英先生
前香港天文台台长
Topic: Living
up to Customer Expectation through Continuous
Innovations
林超英先生是香港天文台台长(2003-2009),享誉国际,曾任联合国世界气象组织亚洲区域协会副主席五年。他亦是香港气象学会会长。
林先生以其对工作和生活的平衡、气候变化和简朴生活的坦率发言知名。在其台长任内,香港天文台采取开放共融的态度与各界持份者广泛沟通,响应用户期望及启动一系列的新措施,为香港天文台建立了正面的机构形象,并赢得多个管理、服务信息科技应用的奖项。
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Aaron Tan Dani,
Chairman APAC,
International Association
of Software Architects and Founder, Independent Software
Architects Council, Malaysia
Topic:
Leading to Customer Service Excellence through Advanced
Software Application
Aaron Tan
Dani has a strong passion in the IT Architecture related
field as he believes that only with proper understanding
and implementation of the IT Architecture blueprint that
IT will bring maximum values to the business. With this
passion, he has been actively involved as a co-founder
and the Chairman of International Association of
Software Architects (IASA) Asia Pacific since 2004 and
was actively involved in setting up and leading IASA
Chapter across Asia Pacific countries. Aaron is well
connected with the industry leaders and government
bodies in the respective APAC countries.
With a
unique combination of expertise in business, technology,
culture and politics, he has more than 16 years
experience in start-up companies, MNCs, government, ISV,
manufacturing, logistics, transportation, consulting,
FMCG, FSI and setting up of NGO bodies like ISAC-M and
IASA in various countries and involved in various IT
projects and roles across Asia Pacific, the US and UK.
Aaron is also an active and frequent public speaker in
various Industry Conferences; Seminars & Workshops
presenting various IT & Business related topics across
Asia Pacific regions.
Aaron was
previously working as a Director of Financial Services
Platform Strategy with Microsoft for more than 6 years
and prior to that he was a Regional Chief Architect with
one of UK’s leading IT and business strategy consulting
firms based in Singapore. He holds a Master of
Technology from the National University of Singapore and
a Bachelor of Computer and Mathematical Sciences from
the University of Western Australia.
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杨伟雄先生
香港数码港管理有限公司行政总裁
Topic:
Building the Service Innovation Leadership Vital to Hong
Kong in the Economic Crisis
杨伟雄于2003年10月加入香港数码港管理有限公司为行政总裁。香港数码港管理有限公司是香港特区政府全资拥有的私人公司。杨先生负责香港数码港项目在发展、管理及市场推广等方面的工作,并为公司制定长期策略。
杨先生在高科技业的销售、市场推广、策略制定及顾问、技术发展与企业管理方面有超过二十九年的经验。1978年他加入美国Intel
Corporation任职高级工程师,设计新一代的个人计算机芯片,展开个人事业的第一页;于美国史丹福商学院毕业后,杨先生曾在Bain
&
Company任职策略管理顾问。1983年,杨先生离开美国回到香港,在上市公司蚬壳电器工业(集团)有限公司工作十六年,曾出任该公司的执行董事及集团副董事总经理,负责投资、设立及管理多个有关基建与科技的企业。1999年,杨先生在跨国公司JDS
Uniphase
Corporation担任亚洲区策略计划、销售及市场推广副总裁,专注于光纤通讯产品。2002年,杨先生出任多个知名创业投资公司的高级顾问及董事。
杨先生获得美国加州理工学院所颁发之电机工程及应用数学的学士学位,及其后在美国史丹福大学获得电机工程硕士学位及工商管理硕士学位。
杨伟雄出生于台湾,来香港定居及发展个人事业超过二十五年,为香港永久居民。
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何伟中先生
CPCNet Hong Kong Limited行政总裁
Mr. Stephen Ho is the CEO of
CPCNet and he joined the Company in March 2002. Prior to
joining the Company, Mr. Ho held senior positions at
Cable and Wireless Systems Limited, Hongkong Telecom CSL
Limited, Hong Kong Telecom Limited and iAdvantage
Limited.
Mr. Ho carries with him more
than 20 years of extensive industry experience. He was
the Project Director for numerous important
telecommunication projects on public transportation in
both Hong Kong and Taiwan. His experience spans
marketing and sales of telecommunications products and
services, logistics and strategic purchasing management,
operations and technical management for the Hongkong
Telecom engineering support unit at the Hong Kong Kai
Tak International Airport and other Hong Kong Government
facilities. Mr. Ho also led Hongkong Telecom’s regional
market development in mainland China, Taiwan, Singapore,
Korea and Japan in the early ‘90s. He is a founder of
two Internet Data Centres, iAdvantage (1999) and Sky
Datamann (2000).
Mr. Ho’s excellence leadership
talent was acknowledged by his winning of the APCSC’s
“CEO of the Year 2007”. This is a remarkable recognition
to his continuous effort on driving CPCNet to success.
Mr. Ho holds an Honor Bachelor
Degree in Electrical Engineering specializing in digital
communications from McGill University of Canada.
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黄焕强先生
CPCNet Hong Kong Limited客户服务及支持高级副总裁
Topic:
Provide Trust and Confidence to Customers with
Integrated Proactive Service in China
Presentation Outline:
1. Overview of customers' needs in China nowadays
2. Reasons to provide integrated proactive service
3. CPCNet's approach to provide integrated proactive
service
4. How can our services help customers and satisfy their
needs
Mr. Jason Wong joined CPCNet
in Nov 2006 as Vice President, Customer Services and
Support and was appointed as Senior Vice President,
Customer Services & Support in Nov 2008. He is
responsible for formulating and implementing customer
services operational strategies and delivering world
class and professional customer services. Prior to
joining CPCNet, Mr. Wong worked for Nokia Mobile Phones
for 15 years in Hong Kong SAR and China. He held various
management positions in Sales, Customers Support and
Technical Services covering Hong Kong SAR, China as well
as the Asia Pacific region.
Mr. Wong graduated from the
Hong Kong Polytechnic in Marine Electronics. He also
holds a Bachelor Degree in Law (LLB) from the University
of Wolverhampton, a Master Degree in Financial
Management from the University of London and a MBA from
the University of Warwick.
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肖智勇先生
中国银联客户服务中心主任
Topic:
《客户服务中心的人员发展》
Presentation Outline:
1.
问题的提出: 为什么选择离开?
2. 问题解决思路: 怎样提高员工满意度
3. 我的的实践: 快乐工作,健康生活
肖智勇先生,北京大学硕士研究生毕业,现任中国银联客户服务中心主任。曾在政府机关与商业银行任职,此前为中国银联人力资源部助理总经理,在员工管理与人员发展等领域具有深厚的理论基础与丰富的实践经验。 |
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Mr. Olivier Njamfa
英國Eptica主席及行政總裁
Topic: Multi-channel Customer Service – strategies for
maximizing cost efficiency and revenue performance
Presentation Outline:
1. Learn how to exploit the three magic ingredients of
successful multi-channel customer service: fully
integrated, intelligent and self-learning.
2. Using best practice case studies from leading
international organizations, this presentation will
explain how to:
- Recover headcount wasted through
inefficient workflow and processes
- Exceed customer expectations for service availability and
performance
- Treat every online enquiry as a potential sale that needs
to be handled accurately and fast
- Gain visibility of all inbound enquiries, agent utilisation
and how effectively agents are responding
- Optimise the efficiency of each customer service channel
both to improve customer experience and cut costs
- Benefit from intelligent customer interaction software that
learns from customer and agent interactions how best to
answer
customer enquiries
3. Find out how to achieve all this and use
multi-language customer service as a competitive
differentiator to better serve
customers at home and internationally
Olivier Njamfa, President
and CEO of Eptica, co-founded the company in 2001.
Previously, he was Vice-President and Chief
Operating Officer of Com6, a leading European e-CRM
software company. >From 1999 through to 2001, Mr.
Njamfa managed the International Indirect Operations
of Showcase, a leading software provider of Business
Intelligence and Datamining solutions. From 1995
through to 1999, Mr. Njamfa was first Director of
the Finance and Banking Department of Comshare
(provider of Business Intelligence and Analytical
Application) and then moved on to becoming the
Managing Director of their French subsidiary.
Between 1987 and 1995, Mr. Njamfa served as Sales
Manager and then as Regional Director of Saari, the
French leader in accounting software. Olivier Njamfa
is a graduate of ESC Rouen, and holds an MBA from
the ESCP in Paris, France.
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许国鸿先生
万科企业股份有限公司集团副总裁
物业事业部总经理
Topic:
Property Development and Estate Management Customer
Segmentation and Loyalty Strategy in China
工作职责
许国鸿先生在加入万科集团前, 担任仲量联行公司的亚洲区董事,统筹中国物业管理,
设备设施管理, 资产管理,
也是中国、香港和台湾地区的设备设施主管。在此,许先生负责监管各个物业及公司员工的管理工作、企业设施的运作计划,制订策略及营运计划,维护客户关系,拓展新的业务发展等工作。
相关经验
许国鸿先生自1983年从事物业管理和设备设施管理,综合性物业管理经验丰富,涉足香港、广州、上海、昆明和北京的零售业、商业和工业部,担任中国管理区的总经理,曾就职于国际性房地产顾问公司,以及香港上市彩星房地产集团公司,管理物业发展及管理部门的工作,担任副总裁及项目董事一职。他一直致力于项目研发、管理,大厦管理和租务业务。
许先生的工作经验丰富,项目的管理、战略经营计划和设备设施的维护,能源审计等。
教育程度
许先生已经取得英国Reading大学皇家房产管理学院房地产专业学习并获得硕士学位,目前已完成华北政法大学商业法律硕士学位。他毕业于澳大利亚中昆士蓝大学建筑工程学系,及后考入澳大利亚天主教大学及澳大利亚史温宾里科技大学研究院,并完成行政管理文凭及建筑测量课程。许先生现为国际认可设施管理经理及皇家建筑及营造师,并为澳大利亚建筑测量师学会(AIBS)、澳大利亚皇家建筑测量师学会(AIB)、英国皇家营造学会(CIOB),美国注册设备设施经理(CFM),
美国项目经理学会及国际设施管理学会(IFMA)会员。
许先生从2006起担任中国商业联盟及步行街协会专家, 并受聘为北京联合大学客座教授和城市大学客席讲师。 |
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赵善伟先生
香港Informatica总经理
Topic:
The Power
of the Platform - How a Data Integration Platform Can
Help IT Organizations Lower Costs, Improve Efficiency,
and Deliver Greater Value to the Business |
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余凯歌先生
埃森哲大中华区管理咨询业务合伙人
Topic: Using the Consumer Experience for Competitive
Advantage in Uncertain Times
Roger Yu is a Partner in
Accenture's Management Consulting practice in Greater
China. With 15 years of experience in business
consulting and strategic IT advisory, Roger has been
focused on projects related to regional operating model,
customer acquisition & retention, merger & acquisition,
performance management, core system replacement, etc..
He has assisted many leading companies, especially
financial services institutions, in Hong Kong, Taiwan
and Mainland China to plan & manage business
transformation programmes to become high performance
businesses. |
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施家殷先生
凯达环球董事总经理
Topic: Why Cry Crisis? |
![](image/Patrick%20Lee.jpg) |
李世贤先生
执行董事
Topic: Creating Ultimate Customer Experience |
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朱剛岑先生
亞太顧客服務協會主席
Topic: Building the Foundation for a Service Brand
Company: Learning from the Winners!
朱先生為亞太顧客服務協會創辦人及主席,朱主席致力於推廣優質顧客關係服務於亞太區。引入美國和澳洲的國際客服標準,以新的概念進行了一系列的顧客服務研究,包括亞太區客服中心及顧客關係管理基準調查,顧客滿意度及期望的研究,以及網上調查研究消費者對成功網上銀行、証卷交易、網上購物服務的滿意度。
朱先生是客服管理產業的先驅,多年來與美國、澳洲、中國及其他國際顧客服務相關組織,推動建立全面國際認證課程,以推動客服中心及顧客服務業內從業人士的專業資格及發展,包括顧客關係管理總監證書課程,客服中心資深經理證書課程,客服中心專業人員證書課程等。
畢業於美國加州柏克萊大學(University of California, Berkeley)工業工程及營運研究系學士及碩士,朱先生現擔任美國加州大學校友會主席、香港科技大學客席講師,經常獲邀擔任國際會議演講嘉賓關於顧客關係管理及客服中心策略管理培訓。
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![](../image/MrTatsumi[1].jpg) |
Mr. Tatsumi Yamashita, CEO,
HDI-Japan(Help Desk Institute Japan)
Topic: Ask
Your Customer How to Improve Your Service Center
Tatsumi Yamashita has 20 years support industry
experience and has developed several help desks and
support centers throughout Japan. In 1999, he became the
first Japanese HDI intern and has since studied advanced
support principles in the U.S. that could be applied
toward the advancement of Japanese support environments.
He finally established HDI-Japan in 2001 based on the
strong demand of Japanese support service industries and
he is working as CEO of HDI-Japan with many HDI members
and partners in Japan now. |
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![](../2008/image/speakers/MrAnssonChan.jpg) |
Mr. Ansson Chan,
Regional Vice President,
Call Center Operations, American International Group,
Inc
Topic:
Measuring Call Centers of 21st Century in Business
Focused Perspectives
Mr. Chan joined AIG in 1998 and is now the Regional Vice
President in the Call Center Operations. Prior to
joinging AIG, he was the Head of Call Center Operations
of Hong Kong Telecom, Customer Service Manager of
Chevalier (Telepoint) Ltd and Productivity Consultant of
Alexander Proudfoot Group. Mr. Chan received his Degree
of Bachelor of Social Science from The Chinese
University of Hong Kong. He is also a Fellow of Life
Management Institute (FLMI) and Associate of Customer
Service (ACS). |
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![](../2008/image/speakers/MrVictorMok.jpg) |
Mr. Victor MOK,
Senior Vice President (Greater China)
DHL Global Forwarding
Topic: Knowing Your Customer: Identifying and Responding
to Customer Needs Ahead of Competition
Victor Mok is the Head of Greater China Region, DHL
Global Forwarding, responsible for the management and
development of its operations in Mainland China, Hong
Kong, and Taiwan.
Mr Mok has had over 20 years of experience in the
aviation, freight forwarding and logistics industries.
He had been working in Cathay Pacific Airways for 9
years before joining Expeditors International as
Director, International Sales for Central Pacific
Region. Mr Mok subsequently joined Exel (DHL) in 1997,
and was appointed to his current position in January
2006.
Mr Mok was the Chairman of the Hong Kong Association of
Freight Forwarding and Logistics Limited (HAFFA) between
2002 -2005, and was appointed as official member of the
Hong Kong Logistics Development Council, HKSAR
Government between 2003 –2005.
Mr Mok is a Chartered Fellow member of the Chartered
Institute of Logistics and Transport and was elected as
the Vice President of the Institute between 2004 and
2005. He is currently appointed by the HK Government as
a member of Hong Kong Committee for Pacific Economic
Cooperation.
Mr Mok holds a Bachelor Degree in Economics & Business
Management and a Master Degree in Transport Studies from
University of Hong Kong. He also obtained his MBA from
Richard Ivey School of Business, University of Western
Ontario, Canada. |
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![](../2008/image/speakers/MrYuk.jpg) |
Mr. Kapil Sharma, Head -
Group Service Delivery Management
Dialog Telekom PLC
Topic: Customer Driven Service Standard with Customer
Knowledge Management
Kapil joined Dialog
Telekom Group in December 2007 as Head of Group Service
Delivery and Front‐Line Customer Services after
completing over 9 years of service domain experience
from India. He has worked extensively on assignments in
Contact Centre and Service Delivery for
Telecommunication companies like Tata Indicom & Idea
Cellular ltd. He has been responsible for overseeing the
set up & management of end to end service delivery
activities from Customer Care to Complaint Management
through start up, migration and outsourcing stages.
Revenue Generation through Service Delivery channels has
been one of his key accomplishments within telecom
Service domain. He has also led BPO operations for I
Call US as Manager Business Development & Finance with
responsibility of managing profitability for a centre
having an entire portfolio of Outsourcing Clients from
US, UK & Germany.
Kapil is a post graduate in Finance & Marketing from The
Institute of Management and Technology in Ghaziabad,
India. |
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![](../2008/image/speakers/KapilSharma.jpg) |
Mr. WF Yuk,
Assistant Director, Efficiency Unit, HKSAR Government
Topic:
Promoting Regulatory Efficiency Through Service
Excellency
Mr.
Yuk joined the Hong Kong Government in 1978 and is now
an Assistant Director in the Efficiency Unit. He has
been involved in many initiatives aiming to improve the
delivery of public services. He has been the key member
in the development and implementation of the Hongkong
Post Public Key Infrastructure and the '1823' Citizen
Easy Link of the Efficiency Unit. He is currently
driving the Electronic Record Keeping System Pilot
Project and the “Be the Smart Regulator” Programme. |
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![](../2008/image/speakers/MrCuiGeng.jpg) |
崔耕博士
香港岭南大学市场与国际企业学系教授
Topic: Data Mining for Optimizing
and Improving CRM: Implications for China Consumer
Market
崔耕博士, 现任香港岭南大学市场与国际企业学系教授,在2000年加盟香港岭南大学前,
他任教于美国两所大学。崔耕曾求学于北京大学(学士), 美国康奈尔大学(硕士),及康乃狄克州立大学(博士)。
他的研究课题包括中国消费市场及营销策略,外商直接投资的策略与业绩,及数据采据与优化在营销上的应用。
他的研究成果曾发表在许多同行审评的国际学术刊物,其中包括管理科学,国际商学学报, 及国际营销学报。
他曾为数家本地及海外机构提供有关中国商业及市场策略的顾问服务。 |
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![](../2008/image/speakers/MrTomMehrmann.jpg) |
Mr. Tom Mehrmann, Chief Exective
Ocean Park Hong Kong
Topic: Adapting to a Dynamic and
Competitive Global Environment
Tom
Mehrmann is the Chief Executive of Ocean Park
Corporation, Hong Kong’s sea-life and animal theme park
hosting over 4 million visitors annually.
Mr Mehrmann
started his career in the theme park industry at Knott’s
Berry Farm in the United States as a park service
attendant in 1977. From there, he spent the next 21
years working through the ranks eventually becoming Vice
President of Park Operations and Entertainment.
In 1998, he
joined Six Flags Marine World as Vice President and
General Manager, and later accepted an appointment as VP
and GM of Warner Brothers Movie World in Madrid when the
park was taken over by Six Flags in 2000. He had the
responsibility for the design, development and
construction of the US$380 million Madrid Movie World,
which opened in April 2002 with revenues of US$71
million a year.
Since
joining Ocean Park in 2004, he has directed the
activities of the park to achieve 4 successive years of
the highest attendance, revenue and surpluses in the
company history, while leading the effort of defining
the Concept Master Plan for the future of Ocean Park.
The Concept Master Plan received government approval to
proceed in December 2005 and syndicated loan financing
of HK$5.5 billion was secured in 2006. Ground breaking
began in 2006 and the project is estimated to be
complete in 2012. Highlighting the growth and evolution
of Ocean Park under Mr. Mehrmann’s direction, Forbes.com
in 2006 named the park as one of the 10 most popular
theme parks in the world based on annual attendance of
over 5.0 million guests.
Mr.
Mehrmann is serving under the following organizations:
- Advisory Committee Member of the School of Hotel &
Tourism Management, Hong Kong Polytechnic University
- Advisory Committee Member of the Hotel & Tourism
Management, The Chinese University of Hong Kong
- Committee Member of the Hong Kong General Chamber of
Commerce, Hong Kong Coalition of Service Industries,
Travel/Tourism Committee
- Member of the Hong Kong Employer’s Federation of Hong
Kong
- Member of the American Chamber of Commerce
- Member of the Tourism Orientation Programme Advisory
Committee, Hong Kong Tourism Board
- Sector/Subject Specialist for the Hong Kong Council
for Academic Accreditation
A graduate
of California State University, Fullerton, Tom Mehrmann
holds a Bachelor of Science Degree in Psychology. He
also completed the Advanced Courses (IAAPA*) in Theme
Park Management at Cornell University, Ithaca, New York. |
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![](../2008/image/speakers/Mr%20Eric%20Chan.png) |
Mr. Eric Chan, Vice
President of
KMDC; General Manager of Business Development and
Planning,
Hutchison Telecom
Topic:
Applying Knowledge Management to Drive Business Results
Mr. Eric Chan obtained his
Engineering degree from University of London, UK and his
MBA degree with distinction from Manchester Business
School, UK. His dissertation was on “Strategic Marketing
in the deregulating telecommunication industry”. Chan
also completed a Senior International Executive program
from INSEAD French Business School. Chan is a chartered
marketer and a chartered engineer.
Mr. Eric Chan is currently General Manager, Business
Development and Planning of Hutchison Telecom, one of
the leading Fixed & Mobile Operator and a wholly own
subsidiary of Hutchison Whampoa Group. He oversees
Business Strategic Planning, Partnership & Alliance
development and leads a team to develop new
telecommunication products and new business streams such
as ICT solutions and other Value Added Services for the
company. Chan is a veteran in the telecommunications
industry with over twenty years of experience in
Engineering, Marketing, Product Management, Business
Development and Consultancy. Chan was instrumental in
many network service developments in Hong Kong and has
masterminded a wide range of strategic projects
including trading network and industry-wide platform.
Before joining Hutchison Telecom, Mr. Chan held various
management positions in the IT & telecom industry,
including Vice President of Data and Broadband Services,
VP of Pre-sales Consultancy and Bid Management at PCCW.
Mr. Chan is a frequent speaker at international
conferences such as Asian IT Expo, ASEAN K-Economy
Conference in Brunei, KM Asia Showcase 2002, KM
Symposium 2004, Microsoft TechEd and Broadband World
Forum in Beijing, etc.. Mr. Chan is a founding member
and current Vice Chairman of KMDC, a non-profit learned
society to promote knowledge management practice in HK.
Chan helped pioneer KM projects for a number of
companies as early as 1998, including winning the Asian
MAKE award for a fixed line operator. He is a full
member of The Institution of Engineering and Technology
(IET, former IEE), Hong Kong Institution of Engineers (HKIE)
and The Chartered Institute of Marketing. For public
services, Mr. Chan serves in the Family First
Foundation, a charity organization promoting family
values and parenting education, as executive steering
committee member. Chan also serves in a number of
Advisory Committees in Public Council and Universities. |
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![](../2008/image/speakers/MrTFSo.jpg) |
Mr. So Tat-foon,
Assistant Director (Support), Office of the
Telecommunications Authority
Topic:
Regulations on Unsolicited Electronic Messages
Mr. So Tat-foon has over 20 years of experience in the
field of electronics and telecommunications. He joined
the Telecommunications Branch of the Hong Kong Post
Office in 1982. He is now the head of the Support Branch
of the Office of the Telecommunications Authority, Hong
Kong and has responsibilities for corporate and external
affairs, satellite regulations, technical standards, and
ICT development. He is also responsible for the
enforcement of Unsolicited Electronic Messages Ordinance
enacted in 2007. |
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![](http://www.apcsc.com/image/summit/leongtat2.jpg) |
Dr. Ler Leong Tat,
Principal Consultant, SIRIM Berhad, Malaysia
Topic:
Auditing and Enhancing Service Standard and Productivity
Dr. Ler Leong Tat is the principal consultant of
SIRIM Berhad, Malaysia. As a Principal Consultant, Dr
Ler involves in Training, Consultancy, Auditing and
Research in the areas of ISO 14001 environmental Safety
and Health management systems/ legal/regulatory
requirements, ISO 9001/TS 16949 Quality Management
Systems, Total Quality Management, Cleaner Production,
Waste Minimization, Reuse and Recycle.
Dr. Ler has over 20 years of experience in auditing,
research and consultancy. He has been working with
Quality Systems Registration Unit from 1993 to 1995
before joining SIRIM Berhad as the Group Leader /Lead
Auditor in auditing ISO quality management systems of
manufacturing and service industries. He also worked in
Standards Development Unit in 1990 as a secretary to
Industrial Standards Committee, Technical Committee and
Working Groups.
Dr. Ler is a committee member for ISO/TC 207/SC,Environmental
Management System, Environmental Auditing and
Eco-Labeling. He is also the Accreditation Assessor of
Department of Standards (DSM) for Environmental
Management System (Guide 66) and Quality Management
System (Guide 62). Dr. Ler received both PhD and MSc
from the Cranfield University, U.K. and BSc. From the
National University of Malaysia. Dr. Ler also received
the Certification in Customer Service Management from
Asia Pacific Customer Service Consortium. Dr.Ler is also
a member of Institute of Quality Assurance Malaysia,
Asian Society for Environmental Protection, Asian
Pacific Round-Table for Cleaner Production and
Treasurer, Invention and Design Society (MINDS) –
(1990-1991) |
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Mr. Eddie Ling, Manager,
Customer Support, CPCNet Hong Kong
Limited
Topic: Offering True Control and Transparency Service for
Customer Relationship Excellence |
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CRE Award Dinner Speakers
(27 June 2008) |
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Mr. Neil Stevens, Head of North Asia, S.W.I.F.T.
SCRL |
![](../../image/summit/stephenho.jpg) |
Mr. Stephen Ho, CEO,
CPCNet Hong Kong Limited Mr. Stephen Ho is
the CEO of CPCNet and he joined the Company in March
2002. Prior to joining the Company, Mr. Ho held senior
positions at Cable and Wireless Systems Limited,
Hongkong Telecom CSL Limited, Hong Kong Telecom Limited
and iAdvantage Limited.
Mr. Ho carries with him more than 20 years of
extensive industry experience. He was the Project
Director for numerous important telecommunication
projects on public transportation in both Hong Kong and
Taiwan. His experience spans marketing and sales of
telecommunications products and services, logistics and
strategic purchasing management, operations and
technical management for the Hongkong Telecom
engineering support unit at the Hong Kong Kai Tak
International Airport and other Hong Kong Government
facilities. Mr. Ho also led Hongkong Telecom’s regional
market development in mainland China, Taiwan, Singapore,
Korea and Japan in the early ‘90s. He is a founder of
two Internet Data Centres, iAdvantage (1999) and Sky
Datamann (2000). Mr. Ho holds an Honor Bachelor Degree
in Electrical Engineering specializing in digital
communications from McGill University of Canada. |
Dr. Ler Leong Tat,
Principal Consultant, SIRIM Berhad, Malaysia
Topic: Auditing
and Enhancing Service Standard and Productivity
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